Smarter Customer Growth

Customer Health Prioritized

Customer health is a measure of satisfaction experienced by customers that includes how well the SaaS platform serves their needs and how easily they are able to use it. When customers are very satisfied, they are unlikely to search for other options and are thus in good health. Unsatisfied customers may leap at the first opportunity to leave.

Monitoring customer health includes detecting at-risk accounts by utilizing tools such as analytics to identify problems. Customer care like reaching out when risks increase can help ensure engagement and keep clients happy, along with good follow though and positive action to improve the customer’s overall experience.

Examining Customer Health

Examining Customer Health

Image Source, by CC license

Read More

Growing Customer Value One Treasure Chest at a Time

There seems to be a general fuzziness on the subject of customer value and although there is a consensus across the board that growing said customer value is a good thing, for both customer and business – not everyone is clear on what that means. Rick Spence at the Financial Post articulates it well:

“Customer value is generally defined as the attributes of a product or service that generally encourage customers to choose one vendor over another. These may be product-related or service-related, tangible or intangible. “

He is right, of course – you can’t depend on a single variable to formulate a sustainable customer value growth plan. Spence goes on to illustrate the need for “listening harder” to one’s customers in order to grow customer value. That is, of course, an integral part of the value strategy – but it can’t be all of it. A fierce SaaS leader also needs to have her Customer Treasures ready at hand.

Few are the things customers love more than loot (matey!)

Few are the things customers love more than loot (matey!)

Read More

On The finer Points of Nurturing Customer Loyalty

In SaaS circles, we are constantly exchanging tips and recipes on how to create and sustain customer loyalty, but rarely do we stop to consider the foundation for this much desired form of affiliation. What is it that compels a customer to offer their loyalty to one service, and not to another? What is the difference between the types of loyalty inspired by different types of services? Is one type of loyalty better than the others? Is that the one we should aspire to? And most importantly – is customer loyalty an indication of service necessity and relevance or simply a long term business strategy?

Read More

How to Improve Customer Retention Without Taking Another Mortgage

Large corporations have customer retention departments with vice presidents, managers, and a host of employees manning call centers. They have the resources to contact on-the-fence customers and offer big discounts or other incentives to keep them from drifting away. Of course, large corporations have the scale to make such departments a profitable or break-even proposition which justifies their existence. Small and medium businesses on the other hand, won’t find that kind of money in their budgets and must turn to other means in order to improve customer retention.

sattva

 

image source

Read More

4 Tricks you Need Up your Sleeve to Reduce SaaS Churn Rate

Any platform can have difficulties retaining users. Competing platforms distract your users with promises of better features and faster service or a flashy user interface. They don’t necessarily offer anything better than your service, but the appearance of greener grass may entice users to cross the fence and leave their existing platform for greener pastures. Take preemptive action to reduce SaaS churn rate before it begins to look like the revolving door to a department store.

To everything, churn, churn, churn, there is a season.

To everything, churn, churn, churn, there is a season.

Read More

It’s Time to Reduce Employee Online Errors in Web Based Systems

Web-based systems, like any other system, require effective employee training and employee onboarding to ensure a successful launch for a new system, and the ongoing success of an existing system. Not every employee error is the user’s fault. Initial employee training often takes place in a non-stressful environment and working conditions are rarely exactly the same as training. While under stress and handling real customers in the day-to-day work cycle, the working conditions and software environment can contribute to employee errors in web-based systems.

employee online error

 

Read More

Drive Up User Conversion Rates Through the Funnel in 3 Simple Stages

From product landing pages to eCommerce to SaaS, improving conversion rates is the goal of nearly every web-based business. The journey begins the moment they land on your page and reaches a critical point when they become your customer. Along the way, they may fill out forms, choose service or product types, or opt for a free trial or freemium plan. Keeping your Leads’ interest and removing roadblocks to that final submit are key to converting them from interested  visitor to successful user.

Turn your funnel into three simple stages that improve conversion rates by designing every step in the process for conversion.

funnel

Read More
Page 1 of 2512345...1020...Last »